Technical Services Representative
Axis Communications
About the Role
The Technical Services Representative - Tier I provides initial screening of all inbound technical support interactions via telephone, chat, and online helpdesk. This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters.
Key Responsibilities
- Answer inbound customer inquiries via telephone, chat, and online helpdesk.
- Collect and confirm database information for each customer.
- Open and update cases in the customer relationship management system, documenting actions taken and outcome.
- Provide first call resolution whenever possible and escalate calls/cases to technical or sales support as necessary.
- Educate customers about website information availability.
- Develop basic product knowledge.
Requirements & Tech Stack
- Microsoft Office proficiency.
- Strong computer skills.
- Experience in a fast-paced environment.
- Time management and multi-tasking.
- Excellent communicator, written and oral.
- Excellent customer service skills.
- Detail oriented.
- Relevant experience in a call center, customer service, or support environment, including troubleshooting calls.
- Shift: 11:30 a.m. to 8:00 p.m.
- Bilingual/Trilingual Candidates - Spanish / Portuguese / French a BIG plus!
Qualifications
The text does not explicitly list formal qualifications such as degrees or specific certifications beyond the experience requirements.
Salary
- English only role: $25.48/hr ($53,000 annually)
- Bilingual (English + Portuguese or Spanish or French): $25.48/hr + $144/paycheck approx ($56,750 annually)
- Multilingual (English + 2 or more languages): $25.48/hr + $192/paycheck approx ($58,000 annually)
About Axis Communications
Axis Communications enables a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.